decline Archives ⋆ Institute of Customer Service

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It is mission critical to turn around the decline in UK customer satisfaction

January 29, 2024
Jo Causon

It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and now stands at its lowest level since 2015, according to our UK Customer Satisfaction Index (UKCSI). This is a disappointment…

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Fastest fall in customer satisfaction since 2008 – a vicious circle?

July 24, 2023
Jo Causon

It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer satisfaction since 2008 – and the worst score on the index since 2015. We should have perhaps expected some of…

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